Customer Service Apprenticeships

About Customer Service

If you’re a good communicator and enjoy helping people, a career in customer service would be perfect for you, due to the varied nature of the customer service industry there are many job roles that apply to a customer service apprentice.

Within a company you would often be a customer’s first point of contact, customer service skills are transferable across sectors and can be applied to many job roles.

What you'll be doing

During the Apprenticeship you will cover areas such as:

  • Process information about customers
  • Keeping records
  • Make customer service personal
  • Deliver reliable customer service
  • Resolve customer service problems
  • Gathering customer feedback
  • Develop customer relationships
  • Communicating effectively with customers face to face
  • Communicating effectively with customers in writing, or by telephone
  • Promoting products and services

You do not always need academic qualifications to start training working in Customer Service however some employers may prefer you to have a good standard of general education such as GCSEs, including English and Maths.

Typical qualities employers look for include:

  • Good telephone manner
  • Attention to detail
  • Be able to work as part of a team or on your own
  • Positive approach to work
  • Willingness to help others

The Level 2 and Level 3 Diploma in Customer Service qualifications, includes both knowledge and competence units.


On completion of the Apprenticeship there may be the opportunity to progress onto other qualifications for example:

At an advanced Apprenticeship level, dedicated customer service job roles will include:

  • Customer Relationship Manager
  • Customer Support Officer
  • Customer Service Team Leader
  • Customer Service Supervisor
  • Customer Service Co-ordinator


On completion of the Apprenticeship there may be the opportunity to progress onto higher apprenticeship qualifications, for example:

  • Contact Centre Management
  • Business Administration
  • Team Leading
  • Management and Leadership qualifications

Fill out the form below for more information

If you are interested in any of our vacancies, please complete the form below. We can then notify you when we receive vacancies with local employers so that you can apply!

Entry Requirements

To be eligible for this qualification, you need to be employed for at least 30 hours per week.


This will be dependent on the size of the employer and if the employer is an apprenticeship levy payer. This can be discussed with Total People Ltd.  

Customer Service Practitioner - Level 2 Standard


The role of a customer service practitioner is to deliver high quality products and services to the customers of their organisation. Your core responsibility will be to provide a high quality service to customers which will be delivered from the workplace, digitally, or through going out into the customer’s own locality.  

These may be one-off or routine contacts and include dealing with orders, payments, offering advice, guidance and support, meet-and-greet, sales, fixing problems, aftercare, service recovery or gaining insight through measuring customer satisfaction. You may be the first point of contact and work in any sector or organisation type. 

What qualifications will I gain?

  • Customer Service Level 2 Practitioner Standard
  • Diploma in Customer Service Level 2 Qualification
  • Functional Skills Maths
  • Functional Skills English

Entry Requirements:

GCSE in Maths and English

Length of the course:

20 months approximately

Customer Service Framework - Advanced Level 3 Apprenticeship

What qualifications will I gain?

  • Level 3 Diploma in Customer Service
  • Functional Skills Maths
  • Functional Skills English

Entry Requirements:

It is likely that advanced apprentices will have some prior experience in a customer service role to allow them to complete the advanced apprenticeship, although this is not a formal requirement.

Length of the course:

20 months approximately

No vacancies found

There are currently no vacancies in this sector.